Refund Policy

A Refund is not automatically available for every transaction. Eligibility depends on Payment status, License/Entitlement status, Platform, Store, request timing, and Refund reason.

Cases that may be reviewed include duplicate transactions, duplicated Payment capture, system errors preventing Order completion, transactions determined to be invalid, or other cases permitted by policy or law.

For Android or iOS/iPadOS, Refunds relating to Store transactions may be subject to the applicable Google Play or Apple App Store policies and processes.

Customers requesting a Refund must provide the Order ID, Payment Reference, reason for the request, and required verification information.

Vietnam Office verifies the Payment, Order, Invoice, and License/Entitlement before determining Refund eligibility and scope.

If a Refund is approved for a transaction that has already created a License/Entitlement, the corresponding rights may be Suspended, Revoked, or adjusted to reflect the post-Refund transaction status.

Refunds are returned to the original payment method where feasible or through another method permitted by the Payment Provider/applicable policy.

The time for refunded funds to appear depends on the Payment Provider, bank, Store, and applicable reconciliation process.

If an Invoice has already been issued, a Refund may also require Invoice processing under applicable accounting/tax rules.

Refund principle: receive request → verify Order + Payment + Entitlement → determine eligibility → approve/decline → process funds → adjust License/Invoice where required → update transaction status.